Italian Customer Support Specialist - Digital Advertising

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a group of highly-skilled professionals to join our company.

Your responsibilities:

Verification Operations: Process licence, insurance, and business registrations submissions to confirm alignment with the service's quality guidelines for new reviews and recertifications

Reactive Support: Provide reactive phone and/or email support for live advertisers

Product Operations: Examine reviews to confirm compliance with guidelines and publish or deny; evaluate escalated photo submissions where language specific support is required; process Google Guarantee claims per qualification guidelines

Quality Monitoring and Improvement Operations: Review live provider quality results and work with partners to improve performance

Provider Support and Retention: Collaborate with providers to improve leads results and at-risk and provider churn reporting to evaluate and support retention operations

Properly prepare and set expectations with businesses about the onboarding and go-live process

Develop a deep understanding of the onboarding requirements/processes for our product across different regions

Work closely with businesses to collect and submit information required to complete our onboarding process

Accurately advise and support businesses on each verification requirement as they work to complete the onboarding process

Support ad-hoc operations work as needed

Work in a fast-changing, fast-paced workplace

Requirements

Native Level of Italian

Ability to speak and write English fluently

Experience in a fast-paced, scaled operations environments

Experience working in a call center environment

Experience working in a customer-facing role

Extremely high attention to detail and strong organizational skills

Structured communicator, both written and spoken

Ability to produce high-quality work under strict deadlines

Proficient in Google Docs and Sheets and/or Microsoft Word and Excel

Ability to work independently and complete day-to-day tasks with minimal supervision

Nice to have:

Bachelor's degree in Business

2+ years of experience in similar fields: working with legal teams, trust & safety, vetting or similar

Experience working with local legislation or government entities

Familiarity with home services, such as plumbing, locksmiths, electrical etc

Desirable Skills

Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality

Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals

Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums.

Emotional Intelligence: Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of actions

Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration

Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights

Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions

Entrepreneurship: Having a mindset characterized by innovation, creativity, risk-taking, and a proactive approach to problem-solving and opportunity identification

Benefits

Full-time position (39 hours/week)

Salary 18.978,62€ gross/year + up to 1.000€ gross/year in bonus

This is a Hybrid working model in Barcelona.

Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project)

Intense specific sales training

A permanent presence of coaches who will facilitate your personal and professional development

Established career path to grow within the project

Continuous training and certifications within Google products

Bi-weekly, monthly or quarterly contests

Employment with the world's largest provider of contact center services

Excellent work environment, great colleagues, social arrangements and personal development

Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

Office location surrounded by the sea (World Trade Center, Barcelona, Spain)